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Customer retention in sports organization marketing: examining the impact of team identification and satisfaction with team performance
Author(s) -
Gray Gordon T.,
WertGray Stacia
Publication year - 2012
Publication title -
international journal of consumer studies
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 1470-6423
DOI - 10.1111/j.1470-6431.2011.00999.x
Subject(s) - attendance , marketing , consumption (sociology) , sports marketing , team effectiveness , customer satisfaction , customer retention , identification (biology) , business , advertising , team composition , psychology , relationship marketing , marketing management , service (business) , engineering , sociology , operations management , social psychology , political science , service quality , botany , law , biology , social science
Over the past two decades, relationship marketing efforts have assumed a prominent role in sports organization marketing. A sports organization that successfully implements relationship marketing programmes is able to develop long‐term relationships with its fans, thus increasing the likelihood of customer retention. This study examines customer retention in sports organization marketing by considering the impact of team identification and satisfaction with team performance on four fan consumption behaviours: in‐person attendance, media‐based attendance, purchase of team merchandise and word‐of‐mouth communication related to the team. Survey data were collected from 300 fans of more than 40 professional and collegiate teams involved in seven sports. Results suggest that both team identification and satisfaction with team performance impact multiple consumption behaviours, as represented by fans' intentions to engage in future consumption. Team identification was found to have the greater impact on consumption behaviours, suggesting that a sports organization's continuing efforts to bond with its fans may provide greater benefits than efforts to improve the team's competitive performance.